Support Insights Podcast

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Actionable strategies for creating an unforgettable support experience.
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Previous Insights Podcasts

Interview with Shannon Johnson, Director of Customer Support at Sprout Social
Episode 44
How to influence the product roadmap in customer support
Interview with Shannon Johnson, Director of Customer Support at Sprout Social
Interview with Clemens Behrend, ex-Global Director of Customer Support at Bitpanda
Episode 43
Harnessing AI in customer support
Interview with Clemens Behrend, ex-Global Director of Customer Support at Bitpanda
Interview with Valeria Kast, Head of Merchant Support at Printify
Episode 42
Boosting CSAT scores and reducing first response times at Printify
Interview with Valeria Kast, Head of Merchant Support at Printify
Interview with Nick Moreton, Director of Customer Support at Hotjar
Episode 41
How Hotjar are representing customer support insights in their product feedback loop
Interview with Nick Moreton, Director of Customer Support at Hotjar
Interview with Zack Bryson, Head of Global Customer Service at Awardco
Episode 40
Enabling your agents to problem solve
Interview with Zack Bryson, Head of Global Customer Service at Awardco
Interview with Matt Bell, Customer Care Team Lead at Too Good To Go
Episode 39
Centring customer care on education and living your company values
Interview with Matt Bell, Customer Care Team Lead at Too Good To Go
Interview with Phil Thompson, Customer Support Director at Roofr
Episode 38
Creating a healthy team feedback culture
Interview with Phil Thompson, Customer Support Director at Roofr
Interview with Craig Stoss, Senior Ops Manager at PartnerHero
Episode 37
Creating effortless customer experiences
Interview with Craig Stoss, Senior Ops Manager at PartnerHero
Interview with David Apple, CRO at Zingtree
Episode 36
The benefits of reducing agent training time
Interview with David Apple, CRO at Zingtree
Interview with Kristy Howell, CS Team Lead and Rebecca Nilsson, Customer Insights Manager at Snug
Episode 35
Engaging your customers from development to delivery
Interview with Kristy Howell, CS Team Lead and Rebecca Nilsson, Customer Insights Manager at Snug
Community Manager Bryony Mulkern sits down with Sharad Khandelwal, SentiSum CEO
Episode 34
Return of the Podcast: A sit down with SentiSum
Community Manager Bryony Mulkern sits down with Sharad Khandelwal, SentiSum CEO
Interview with AistÄ— SobutienÄ—, the customer support director at Vinted
Episode 33
How to get your product and support teams to work together
Interview with AistÄ— SobutienÄ—, the customer support director at Vinted
Interview with AistÄ— SobutienÄ—, the customer support director at Vinted
Episode 32
Busting the three biggest customer service myths
Interview with AistÄ— SobutienÄ—, the customer support director at Vinted
Interview with Iman Safari, Customer Service Manager at Interflora
Episode 31
Why you need to stop rushing your agents (and other ways to create a customer service culture)
Interview with Iman Safari, Customer Service Manager at Interflora
Round up by featuring 6 of our previous guests.
Episode 30
The power of agent empowerment
Round up by featuring 6 of our previous guests.
Interview with Fabrice Dowling, HeliosX Group
Episode 29
Setting up a multibrand customer support team
Interview with Fabrice Dowling, HeliosX Group
Interview with Dimple, GoCardless
Episode 28
How to create a happy & productive customer service culture
Interview with Dimple, GoCardless
Interview with Svitlana Gaunt, Customer Experience Operations Lead at Otrium
Episode 27
How Otrium successfully changed BPO while scaling
Interview with Svitlana Gaunt, Customer Experience Operations Lead at Otrium
Interview with Luis Pinto, Director of Customer Experience at Remote
Episode 26
How to hire, onboard and retain a fast-growing remote team
Interview with Luis Pinto, Director of Customer Experience at Remote
Interview with Joe Quinlivan, Head Of Customer Care at Gousto
Episode 25
How Gousto built a competitive advantage in customer care using technology
Interview with Joe Quinlivan, Head Of Customer Care at Gousto
Interview with Emma Sopadjieva, Head of CX Analytics at ServiceNow
Episode 24
How to influence customer-centric change at your business
Interview with Emma Sopadjieva, Head of CX Analytics at ServiceNow
Interview with Cornelia Konstantyner, Head of CX at Organic Basics
Episode 23
CX & climate change: the hidden cost of returns
Interview with Cornelia Konstantyner, Head of CX at Organic Basics
Interview with Cornelia Konstantyner, Head of CX at Organic Basics
Episode 22
How real-time prioritisation drives sales from support
Interview with Cornelia Konstantyner, Head of CX at Organic Basics
Interview with Oleg Krasnov, Head of Support Excellence at Miro
Episode 21
Why you should invest in support operations early
Interview with Oleg Krasnov, Head of Support Excellence at Miro
Interview with Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom
Episode 20
How Loom tackled contact rate while scaling to 10 million users
Interview with Lauren Cunningham, Senior Support Ops & Strategy Lead at Loom
Interview with Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide
Episode 19
How to outsource customer service as you scale
Interview with Roman Siepelmeyer, Head of Operational Excellence, GetYourGuide
Interview with Charlotte Spain, Customer Service (Rider Happiness) Manager at Buzzbike
Episode 18
How to build a customer obsessed culture
Interview with Charlotte Spain, Customer Service (Rider Happiness) Manager at Buzzbike
Teresa Anania, VP Global Customer Success and Renewals at Zendesk
Episode 17
Best practice tips for Zendesk users
Teresa Anania, VP Global Customer Success and Renewals at Zendesk
Nate Brown, Founder at CX Accelerator and CXO at Officium Labs
Episode 16
How to drive customer service CSAT from 30% to 90%
Nate Brown, Founder at CX Accelerator and CXO at Officium Labs
MJ Marques, Product Manager at Tymeshift, and Kirsty Pinner, Product Manager at SentiSum
Episode 14
How customer support can help create better products
MJ Marques, Product Manager at Tymeshift, and Kirsty Pinner, Product Manager at SentiSum
Sham Aziz, Head of Customer Service at Selfridges
Episode 13
How the pandemic changed customer service at Selfridges
Sham Aziz, Head of Customer Service at Selfridges
Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
Episode 12
How to optimise your customer service
Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
Heidi El Hawary, Head of User Support, trivago
Episode 11
Challenging the status quo of customer service: Support insights, careers, and bad tactics
Heidi El Hawary, Head of User Support, trivago
Graham Johnston, Head of Omnichannel, Three
Episode 10
How to create an omnichannel strategy
Graham Johnston, Head of Omnichannel, Three
John Ernberger, Co-Founder, Stella Connect (a Medallia company)
Episode 9
How the pandemic has changed the contact center: workforce, comms, tech, and insight
John Ernberger, Co-Founder, Stella Connect (a Medallia company)
Edward Deason, UK Head of Customer Service, Pret a Manger
Episode 8
How Pret CX responded to closing 500 stores overnight
Edward Deason, UK Head of Customer Service, Pret a Manger
Annette Franz, Founder at CX Journey, Chair of the CXPA
Episode 7
6 steps from journey maps to outcomes
Annette Franz, Founder at CX Journey, Chair of the CXPA
Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP
Episode 6
How to build a customer-centric culture
Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP
Megan Bowen, Chief Customer Officer, Refine Labs
Episode 5
How to build empathy in your customer service team
Megan Bowen, Chief Customer Officer, Refine Labs
Alice Godfrey, Founder, Bloomic, Ex-Zava
Episode 4
Common customer support challenges in fast-growing companies
Alice Godfrey, Founder, Bloomic, Ex-Zava
Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut
Episode 3
How to maintain good customer service through hyper-growth
Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut
Augie Ray, Vice President Analyst, Gartner
Episode 2
Why CX leaders must tie their outcomes to revenue
Augie Ray, Vice President Analyst, Gartner
Sean Mckee, Director of eCommerce and CX at Schuh
Episode 1
How customer experience improvements drive sales at Schuh
Sean Mckee, Director of eCommerce and CX at Schuh

Previous Insights Articles

#3
How language improves customer service
Could a simple shift in language change how everyone views customer service?
Read More
#2
How to create a customer-centric culture
Here are 5 steps for creating a customer-centric culture that makes decisions through the customer lens.
Read More
#1
Best practice for building a tagging taxonomy
Your tagging taxonomy is a key part of the customer support feedback loop. Make it spectacular, or get ignored.
Read More
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